SmartMessage Blog

NOVEMBER 3, 2023

In the ever-evolving realm of marketing, a true game-changer has emerged – the Customer Data Platform (CDP). What is a Customer Data Platform? That’s precisely what a Customer Data Platform, or CDP, offers. For the security of the customer data platform, GDPR compliance is crucial.

Data 52

Data Strategy Marketing Advertising 52

Comm100

SEPTEMBER 13, 2021

Whether you’re just beginning your digital transformation journey or well on your way, we hope this series will provide new insights into the ever-changing world of digital customer service strategy. Costs savings through consolidation of systems. Consolidation of channels and data through connected omnichannel software.

Customer Service 224

Customer Service Omni-Channel Social Media Connections 224

NobelBiz

OCTOBER 31, 2023

Such experiences become stories shared among peers, reviews on social platforms, and testimonials that bolster a brand’s reputation. Nobelbiz and Data-Driven Decision Making Nobelbiz offers solutions that are tailor-made for the call center industry. From sentiment analysis to agent impact, discover the future of contact centers.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

SurveySparrow

FEBRUARY 22, 2024

Now, the next hurdle is finding the apt tool or software to help with retention. Let’s start by understanding the key features a customer retention software must have. Automation: Enhancing Efficiency and Consistency Automation is one of the crucial features for a customer retention platform to have. Which should you take?

Customer Retention 52

Customer Retention Software Gamification e-support 52

Lumoa

JANUARY 19, 2023

We will discuss topics such as defining the department’s goals and objectives, assessing the current state of customer service, and developing a strategy. Future state mapping focuses on identifying the desired outcomes that an organization wishes to achieve as part of their customer experience strategy.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

CSM Magazine

AUGUST 20, 2023

With the increasing complexity of cases and the need for data-driven insights, legal case management software equipped with robust analytics and reporting tools has become indispensable. What Is Legal Case Management Software?

Analytics 52

Analytics Report Software Measurement 52

Gainsight

DECEMBER 21, 2022

Digital as Strategy. They will start applying digital strategies even to high-touch motions, freeing up time for higher-value activities. Digital CS will often become part of the broader CS strategy and Ops function. Vendor Consolidation. Digital CS will be core to every company’s playbook. Ops Gets More Important.

Customer Success 52

Customer Success Self Service Customers Training 52

NobelBiz

NOVEMBER 27, 2023

If you want to learn more about effective customer information management, and how to choose a platform that suits your exact needs, here’s another article that might interest you: ‘How to Evaluate Call Center Software Vendors for Customer Data Platform Solutions.’

Contact Center 59

Contact Center Call Recording Call Center Contact Center Software 59

Ecrion

JANUARY 12, 2021

While 70% of businesses cited their customer retention strategies as average at best, nearly everyone agrees that it is a priority. Customer experience management (CEM) refers to strategies that allow you to ensure that your clients have a well-curated positive experience during every interaction with your professionals.

Customer Experience Management 86

Customer Experience Management CEM Customer Experience Management 86

NobelBiz

MARCH 12, 2024

Unified CXM involves building, analyzing, and maintaining a cohesive branding strategy and seamless customer experience across all touch points of an omnichannel customer journey. Enables quick service on the platform of their choice. Table of Contents What is Unified Customer Experience Management? Implementing Unified CXM 1.

Customer Experience Management 52

Customer Experience Management Omni-Channel Customer Experience Customer Journeys 52

West Monroe

APRIL 20, 2022

Cloud migration, which can help payers comply with the new regulations swiftly and cost-effectively—all while taking advantage of consolidation opportunities, reducing existing redundancies across platforms and applications, providing much-needed flexibility, and improving preparedness for interoperability. Our solution?

Healthcare 52

Healthcare Technology Software Strategy 52

NobelBiz

NOVEMBER 13, 2023

The danger of switching to a competitive offer remains considerable. Identify which metric is needed to measure success, identify the sources from which the information will come, and define the goal of the strategy. Brad Butler, Contact Center Software Consultant @NobelBiz How do you calculate the CLV?

ROI 111

ROI Net Promoter Score Measurement Customer Experience 111

SurveySensum

FEBRUARY 28, 2024

These tools typically offer customizable survey templates, anonymous submission options, robust reporting features to analyze feedback data, and more. Question Variety : Spice things up with a tool that offers a variety of question types – open-ended, multiple-choice, or rating scales. How to Choose the Right Anonymous Feedback Tool?

Tools 52

Tools Feedback Analysis Survey 52

West Monroe

JUNE 30, 2021

Whether you’re a strategic or financial investor—or a healthcare business leader—understanding what’s driving M&A and investment is critical to developing strategies that meet the needs of today’s consumers. Consolidation continues for providers as patient needs and care delivery economics shift.

Healthcare 52

Healthcare Hospitality Insurance Trends 52

Beyond Philosophy

SEPTEMBER 14, 2023

Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Moreover, when the platform and software are ready, it requires people.

Self Service 89

Self Service Software Analytics Examples 89

Magellan Solutions

FEBRUARY 5, 2024

Outsourcing offers flexibility in service selection: companies can outsource specific IT functions such as application management, software development, testing, system administration, or technical support. It offers cost efficiency, access to specialized skills, and the flexibility needed to grow in a dynamic global market.

Competitive Advantage 52

Competitive Advantage Innovation Government Resources 52

Quadient

JUNE 22, 2022

A March 2022 IDC survey found that 71% of organizations are implementing a digital-first strategy as a result of the ensuing business impacts.” Quadient is the only provider to offer any-premise CCM, with solutions for every deployment option based on your business objectives and technology preferences. Any-prem alternatives .

Omni-Channel 52

Omni-Channel Multi-Channel Communication Roadmap 52

PeopleMetrics

DECEMBER 27, 2019

Once you specify how frequently you need this information to be collected—such as daily, twice a day, or weekly—you can request it from IT, and then upload the flat file with customer information into your VoC software platform so you can start sending out surveys. As CEO, he guides the company’s vision and strategy.

CEM 82

CEM Telecommunications Software Analytics 82

West Monroe

OCTOBER 5, 2022

Executives of enterprise software and tech-enabled organizations are beginning to shift their attention to the profitability—instead of the growth—side of the Rule of 40. The rationale? The current environment is focused on preserving—or even improving—margins. Leverage these tactics to drive profitable growth.

Software 52

Software Competitive Advantage Return on Investment Metrics 52

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. That conversation involves the same renewal strategies you employed before the pandemic’s impact. The three strategies to focus on right now are: Demonstrate Value. Demonstrate Value.

Strategy 62

Strategy Financial Effort Score Software 62

West Monroe

JUNE 1, 2023

Driving gross margin maximization These margins are heavily dependent on product architecture, meaning the CPO—in partnership with the CTO and Chief Financial Officer—must rationalize products in a way that balances investments in foundational platform architecture (e.g., hosting costs) with the development of new features.

Return on Investment 52

Return on Investment Culture Metrics Roadmap 52

SurveySensum

FEBRUARY 1, 2024

Meeting customers on platforms they use daily (e.g., website chat, social platforms), reducing barriers that hinder response rates. For instance, Website feedback buttons offer immediate, contextual feedback opportunities. This cycle collects opinions, closes feedback loops , and uses insights to shape the overall strategy.

Innovation 52

Innovation Feedback Multi-Channel Social Media 52

Optimove

APRIL 28, 2022

The IDC MarketScape assesses the capabilities and strategies of popular enterprise software vendors and specialty CDP providers in serving the needs of retail and CPG companies worldwide across industry segments (food and nonfood retail). For a complimentary copy of the report, click here.

Retail 40

Retail e-support B2C Analytics 40

Totango

OCTOBER 22, 2019

To retain customers long-term , you’re going to need a clear strategy. Here are some ways to create a customer journey strategy that will help you foster lasting customer relationships. How to Make a Customer Success Strategy that Demonstrates the Value of Your Product. Onboarding.

Customer Journeys 49

Customer Journeys Strategy Examples Tips 49

Totango

SEPTEMBER 12, 2019

How you use these strategies depends on your goals. Your product should be constantly evolving because you want to offer ongoing value to customers. Deepen Engagements Using Comprehensive Software. Turning Customer Journey Insights into Action. For example, say you want to increase customer retention.

Customer Journeys 70

Customer Journeys How To Customer relationships Data 70

ProProfs Chat

MAY 6, 2020

Though working at one’s own disposal certainly upgrades work flexibility, being away from comprehensive discussions as a consolidated team on a regular basis, somehow, mars the degree of collaboration. Talk to them on different channels and be open to chats on different platforms. Offering the Right Resources.

Tips 108

Tips Management Customer Service Video 108

Magellan Solutions

MARCH 19, 2024

Their job covers many areas, like keeping the network in top shape, building excellent software, protecting against cyber threats, and helping employees with tech issues. Google Outsourcing has driven Google’s continued success , allowing the tech giant to expand its offerings and dominate new markets.

Examples 52

Examples Financial Competitive Advantage Resources 52

ChurnZero

JANUARY 25, 2024

Complex software solutions, hybrid work models, and new workplace technologies all necessitate effective customer education programs. Customer success leadership roles are changing, shaped by 2023’s reductions in force, consolidation and restructuring, and the evolution of digital CS and arrival of AI.

Customer Success 52

Customer Success Trends Chatbots Leadership 52

Gainsight

OCTOBER 1, 2021

And where are the strategies, metrics, and oversight to know that they performed accurately? Then, they decide how to implement those strategies into existence, including determining who will be accountable for accomplishing those strategies. There were even some hired as administrators of the new CS or CRM platform.

Chief Customer Officer 52

Chief Customer Officer Leadership Return on Investment Sales 52

Magellan Solutions

JULY 22, 2021

The ability to efficiently work with any existing call center software. The knowledge to provide feedback on various analytics using call center software. The key to delivering consistent messaging across different platforms is maintaining a 360-degree patient profile. We integrate a CRM system with practice management software.

Healthcare 52

Healthcare Call Center Insurance Self Service 52

SmartKarrot

DECEMBER 20, 2023

Our discussion revolves around the dynamic changes witnessed within Chili Piper and the broader industry, focusing on strategies that can impact businesses positively and elevate customer relationships. Hyper-Focus on NRR in the Face of Market Consolidation The latter half of 2022 has been marked by market volatility and consolidation.

Customer Success 10

Customer Success Trends Innovation Metrics 10

SmartKarrot

DECEMBER 20, 2023

Our discussion revolves around the dynamic changes witnessed within Chili Piper and the broader industry, focusing on strategies that can impact businesses positively and elevate customer relationships. Hyper-Focus on NRR in the Face of Market Consolidation The latter half of 2022 has been marked by market volatility and consolidation.

Customer Success 10

Customer Success Trends Innovation Metrics 10

Kustomer

FEBRUARY 11, 2024

Zendesk is, without any doubt, a powerhouse customer service platform. This cloud-based CX software is used by over 100,000 companies — with Siemens, Uber and Shell as some of its most prominent clients. Note that Zendesk has three separate tiers of product offerings, each with its own pricing structure.

Omni-Channel 98

Omni-Channel Self Service Multi-Channel Knowledge Base 98

C Space

JULY 1, 2020

So we made the decision to keep on telling the stories of inspiring brand leadership and strategy amid the latest crises in an anxious world. Food delivery is still a thriving market and consolidation is still on the menu. What’s now becoming clear is that the current climate is one of near-perpetual disruption.

Brands 52

Brands Travel Social Media Banking 52

Magellan Solutions

MARCH 14, 2023

We believe that organizations faced with restricted budgets need to review their call center strategy. IT Issues and Need New Technology Call center outsourcing Philippines are drowned with software. We guarantee to consolidate its technology. We offer traditional incentive schemes. Or better, choose us as your vendor.

Call Center 52

Call Center Contact Center Call Center Experience Net Promoter Score 52

West Monroe

JANUARY 25, 2022

It is also assumed that M&A will be a hot topic in 2022 as banks look for new growth opportunities and to increase the speed at which they can invest and scale their technology platforms. For some institutions, these offerings had been considered for years — but never executed. Build a mutually understood data culture.

Banking 52

Banking Financial Trends Multi-Channel 52

C Space

NOVEMBER 28, 2018

We invited more than 1,000 consumers from Hatch — our proprietary mobile platform that allows consumers to answer critical business questions and engage with leading brands — to take a picture of something they think won’t exist in five years’ time, explaining why they think so and what they think will replace it. Here today, gone tomorrow?

Wireless 45

Wireless Sports Healthcare Consumers 45